••••••••••VICE PRESIDENT & SENIOR DIRECTOR
National Accounts Sales Management Sales Operations Consulting
Process Improvement Blending Workforces Learning Strategy Ethics
Complex Organizational Problem Resolution Strategic Planning and Management••••• Skilled at bringing clarity to complex, challenging issues and environments.
Mastery in leading organizations through and past change while improving results.
Recognized and rewarded for aligning people and process with business strategy.
Valued for envisioning possibilities, seeing the big picture, and building solid relationships with strategic account customers.•••••PROFESSIONAL HISTORY•••••The Clarity Group, Saint Paul, MN•••••September ••••• Present
A company that delivers executive level management consulting services to medium-sized business, government and non-profit organizations; often partners with other firms to better serve clients.•••••Executive Consultant and Principal
Successfully led government officials from ••••• jurisdictions through a process to consolidate services and reduce costs while improving service quality.
Improves clients strategies, sales and marketing plans, performance management systems, business processes, and customer service and support operations.•••••Wilson Learning Corporation, Minneapolis, MN March ••••• - April •••••
Multi-national learning solutions and performance improvement company with sales of $••••• million.•••••Regional Vice-President, National Account Sales
Coached and mentored account executives to increases of •••••% to •••••% in revenue over a two-year period.
Successfully deployed an improved proposal development discipline, a sales operations template and improved forecasting and account management processes. •••••Herrick Douglass Consulting, Saint Paul, MN •••••April ••••• - January •••••
Medium-sized technology consulting and staffing company that was purchased by another firm and subsequently closed down; was headquartered in Bellevue, WA.
Vice-President of Telecom & Call Center Markets
Performed executive level consulting and project leadership on key projects such as strategic planning, market strategy development, and telecom firms ••••• network plans.
The Clarity Group, Saint Paul, MN ••••• March ••••• April •••••
A company that delivers executive level management consulting services to medium-sized business, government and non-profit organizations; often partners with other firms to better serve clients.
Executive Consultant and Principal •••••U S WEST Communications, Inc., Minnesota and Colorado ••••• •••••
Regional telephone company within a ••••• state area that was purchased by Qwest Communications, Inc.
Director - Processes/Reengineering, Business and Carrier Markets, •••••
Directed the development, testing, deployment, and continuous improvement of service delivery processes improving the delivery cycle time of select designed services by •••••% and reduced hand-offs during design and delivery by •••••%.
Director - Procurement Process Improvement Project, Executive Team, •••••
Successfully initiated and led an enterprise-wide, cross-functional corporate procurement improvement project that received the Chairmans Award for Excellence for its innovation and cost-saving recommendations that totaled nearly $•••••M over two years.
Director - Sales and Service Centers, Business & Government Markets, ••••• •••••
Directed sales, customer service, quality, and support operations for multiple sites in ••••• states with ••••• employees and a $•••••M budget, providing service to •••••,••••• accounts representing $•••••B in annual revenue.
Improved cash flow and collections by ••••• percent and expense to revenue results by ••••• percent while exceeding sales, sales support, and customer satisfaction targets.
Led the company in customer satisfaction scores.
Nominated for U S WEST Mentor of the Year Award for mentoring results and commitment to diversity in the Women of Color Mentoring Program.
Regional Sales Director - Business, Government & Wireless Markets, ••••• - •••••
Developed and delivered strategic bilingual proposal to the government of Venezuela which included bilingual presentations for the countrys President and his cabinet.
Successfully integrated the network operations, marketing and sales functions of ••••• service delivery into new business unit to serve public safety customers in five states.•••••ADDITIONAL AREAS OF EXPERTISE
Building and managing strategic customer relationships
Developing customer, stakeholder and employee loyalty
Coaching and mentoring to higher levels of performance
Leading global account teams and building diverse teams•••••EDUCATION
Advanced Graduate Certificate, Global Business and Culture, •••••
University of Denver•••••Master of Public Administration, •••••
Illinois Institute of Technology•••••Bachelor of Arts with Honors and Distinction in Criminal Justice, •••••
University of Illinois at Chicago•••••Addendum to Resume•••••••••• J. •••••
••••• •••••rd Street West, Rosemount, MN •••••
••••• (Office) ••••• (Fax) ••••• ••••••••••VICE PRESIDENT ••••• SENIOR DIRECTOR•••••EXECUTIVE DEVELOPMENT•••••Managing Organizational and Individual Change
University of Virginia - Darden Graduate School of Business•••••Power and Leadership
University of Virginia - Darden Graduate School of Business •••••Minnesota Management Institute (MMI)
University of Minnesota - Carlson School of Management •••••Marketing and Sales Executive Program (MSEP)
University of Virginia - Darden Graduate School of Business •••••Business and Industrial Marketing Strategy
University of Pennsylvania - Wharton School of Management •••••PUBLISHED PAPERS••••• The Human Side of Convergence: Managing Productivity During Periods of Change ••••• The New Workforce Loyalty: Retention and Commitment ••••• How to Keep Your Employees •••••NATIONAL CONFERENCE PRESENTATIONS••••• The Human Side of Convergence: Managing Productivity During Periods of Change ••••• The New Workforce Loyalty: Retention and Commitment ••••• The Human Side of Leadership ••••• Leading Organizational and Individual Change•••••PROFESSIONAL ASSOCIATIONS•••••Association of Call Center Managers (ACCM) ••••• ••••• Present •••••Associated Public-Safety Communications Officers, Inc. (APCO) ••••• Present
National Vice-President, Board of Officers ••••• •••••
Founder and Chair, National ••••• Committee •••••••••• •••••
Association of Quality and Participation (AQP) •••••••••• •••••
National and regional judge for quality team competition ••••• •••••
Vice-President, Minnesota Chapter ••••• ••••• •••••
International Customer Service Association (ICSA) ••••• ••••• •••••
Board member, National Call-Center Chapter •••••••••• •••••
Board member, Colorado Chapter •••••••••• •••••
National Emergency Number Association (NENA) ••••• ••••• •••••
Active member and regional presenter •••••••••• •••••
•••••COMMUNITY INVOLVEMENT•••••Greater Minneapolis Chamber of Commerce ••••• ••••• •••••
Neighborhood House, Saint Paul, Minnesota ••••• ••••• Present
Member, Board of Directors & Executive Committee ••••• Present
Member, Resource Development Committee ••••• Present
Member, Facilities Task Force Wellstone Center Project ••••• •••••
Member, Human Resources Committee ••••• ••••••••••Urban Ventures Leadership Foundation, Minneapolis, Minnesota ••••• ••••••••••South Metro Vineyard Church, Burnsville, Minnesota ••••• Present
Co-facilitator, mens integrity ministry group •••••••••• Present
Lay coach, mentor, and counselor •••••••••• Present
Member, pastoral search committee •••••••••• •••••
Co-facilitator, Natural Church Development planning ••••• •••••
Program coordinator & small group leader Alpha •••••••••• •••••
Vice President, Director